Posting Job Title: Technician, Wifi
Requisition #: 143381BR
Posting Location: Herndon, VA, US
Area of Interest: Information Technology Services
Position Type: Full Time
Posting Job Description
Responsible to support; provisioning of TWC WiFi access points, activation of new carrier services and completion of operational readiness validations.
Interacts with TWC; customers, Network Operations Centers (NOCs) and engineering teams to complete a broad range of technical tasks.
Job Duties and Responsibilities:
Provisioning and configuration updates for TWC WiFi access points using various vendor and Time Warner Cable network and systems management tools.
Works directly with TWC National Carrier customers to resolve issues related to new service activation.
Coordinates with various TWC fix agents including NOCS and Engineering organizations.
Perform initial troubleshooting, problem analysis and isolation in support of new service activation issues in accordance with TWC guidelines.
Troubleshoot, evaluate, track, and manage issues and recommend the best solutions while escalating to higher tiers according to TWC procedures.
Follow through and assist in troubleshooting after escalating to NOC staff.
Performs a variety of skilled routine and non-routine duties. Applies standard practices and policies.
Utilizes specialized knowledge and skills to perform unique and/or complex administrative, technical or support tasks. Acquires skills through a combination of formal training and on-the-job experience.
Works on assignments requiring judgment and initiative within pre-determined guidelines and subject to periodic review.
Performs duties that involve related steps, methods or application of standard practice and specific instruction with occasional variations. Applies some independent judgment in gathering and organizing information. Performs basic research and analysis of data or information. Breaks down complex administrative, technical, or support tasks into manageable parts.
Respond to network activities, as required - this includes supporting SLA commitments between network operations and internal/external customers.
Facilitate and coordinate the flow of communications between the TWC NOCs and internal Time Warner Cable groups, as well as external vendors and third party ISP partners.
Manage change tickets within the guidelines of the TWC change management procedures.
Work with limited supervision (sometimes independently) while providing clear, documented activities to include customer or technical issues.
Understand and respond properly to escalation procedures.
Inform manager or supervisor in a clear, concise, and timely manner of any customer or technical issues.
Provide quality, timely and accurate end-to-end support of any issues within defined areas of responsibility - this includes (but not limited to) phone, email and instant message (IM) contacts and documentation/tracking of the incident in the ticketing system.
Enter data into trouble ticketing system in an accurate and complete manner to document problems including diagnostic results and multiple product correlation as well as escalation and repair performance information.
Maintain a professional attitude and appearance while exhibiting a personable, polite and patient behavior at all times.
Perform other related duties and tasks as assigned or as become evident.
Initiate customer communications when appropriate.
Provide administrative bridge management and oversight during new service activation support.
Strong understanding of WiFi, MPLS, DWDM, SONET and networking technologies.
Basic understanding of DNS.
Basic network troubleshooting skills - including - but not limited to - 'ping' and 'traceroute'
Basis understanding of LAN/WAN networks
CCNA or equivalent experience preferred
Working knowledge of HFC network architecture preferred
Working knowledge of OSI Model
Network/NOC experience in a centralized repair/troubleshooting/testing environment that included answering telephones, logging events in a ticketing system, and providing technical support and repair coordination is preferred.
Excellent interpersonal skills with emphasis on verbal/written communication including the ability to present performance feedback effectively and conflict resolution
Strong customer service orientation
Excellent analytical and decision-making skills
Ability to work under pressure and within a fast-paced environment
Ability to work independently as well as function successfully within a team
Must be willing to work in an entrepreneurial environment requiring broad experience, adaptability, quick learning and excellent problem solving skills
Assertive to drive issues as appropriate through to resolution, while maintaining professionalism in all communications with both internal and external
Ability to learn and follow emergency and accident procedures
Solid multi-tasking and detail orientation skills
Must have mature judgment and the ability to relate well with others
Experience with ticketing systems (Remedy preferred)
Experience with network monitoring systems (Netcool, Big Brother, HP Openview or Spectrum preferred)
Experience working with Cisco, Ruckus and Ericsson (Belair) WiFi networks.
Strong computer skills - including solid working knowledge of Windows-based applications
Must be able to manage heavy workloads and high levels of activity and stress
Must be able to manage multiple projects simultaneously, including resources, priorities, and timelines
Ability to read and interpret documents
Ability to write routine reports and correspondence
Ability to add, subtract, multiply, and divide in all units of measure.
Ability to compute rate, ratio, and percent.
The Service and Change Management team operates Monday to Friday 8:00 AM to 11:00 PM ET and Saturday 8:00 AM to 8:00 PM ET.
Employees must be willing and able to work rotating and/or non-standard work shifts, including evenings, overnight, holidays, weekends.
Up to 15% travel may be required.
FCC Unit_TWC: HQ452
Controlling Establishment ID: 00236 - Herndon 13820 Sunrise Valley
More on TWC:
Time Warner Cable provides generous benefits. Health care and retirement benefits are significant portions of the total compensation package at TWC, and we invest more in those benefits than most employers. In addition, we offer tuition reimbursement, adoption assistance, competitive paid-time-off programs, work-life resources, and discounted pricing on TWC residential products and services for employees within our footprint. Our hope is that, by providing our employees with rich and flexible benefits, we can help them take care of the people who matter most – at work and at home.
Time Warner Cable is an Equal Opportunity Employer M/F/D/V.
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